ServiceNow ITSM overview

Future proof your digital innovation with our modern, cloud-based, silo-busting ITSM solution

Improved employee and customer experiences are essential for successful digital transformation. However, using siloed IT tools for
your digital transformation creates information silos. With disparate data, processes and excessive amounts of time and money
spent on firefighting, you’re left with limited resources to create delightful employee experiences.

ServiceNow® IT Service Management (ITSM) is a modern, cloud-based, silo-busting service management solution. With ServiceNow
ITSM, you can consolidate on-premises legacy tools to a single cloud platform and stop wasting your money and harness shared data
and analytics with automated workflows on the Now Platform® in the Nonstop cloud. Platform-native AI and machine learning along
with natural language virtual agent chatbots unburden your IT staff and boost productivity 20%. ServiceNow ITSM lets you:

• Empower employees to self-solve issues 24/7, raise questions, and get relevant, accurate, and consistent information to improve
employee satisfaction by 25 points1.

• Make smarter decisions, automate 20%1 of your services, and continually improve your services in role-based workspaces.

• Triage, collaborate, and enable agents to resolve incidents, find answers, and stay connected from anywhere to resolve high-
impact incidents and improve agent efficiency by 66%1.

Advantages of ServiceNow across the enterprise

Boost IT agent
Deliver resilient IT Serve employees
productivity with faster
services on a single anywhere with
platform-native AI
ITSM cloud platform always-on IT services
resolutions

ServiceNow ITSM customer successes

Don’t just take our word for it—see how companies like yours use our IT Service Management to elevate their IT services.

• Reduced the number • Reduced high impact • Saved 1,200 hours

of incidents by 50% incidents by 93% annually with automation
• Reduced MTTR • Shortened time to • Improved employee
(resolution time) by 80% restore service by 6X satisfaction by 2X

Check out our ITSM customer success stories (filter by industry, geography, or solution).

1. Source: Forrester, ”The Total Economic Impact™ of ServiceNow”—A commissioned study conducted by Forrester Consulting on behalf of ServiceNow June 2019
Deliver resilient IT services on a single ITSM cloud platform
Stop wasting your money with legacy on-premises IT tools and
consolidate to a single system of engagement.
Incident Management
Automatically assign incidents
to the correct resolution group
with Incident Management’s
machine learning. Bring
together stakeholders to
investigate issues and restore
services swiftly with the Major
Incident Management portal.
Change Management
Improve velocity of work while
minimizing risks and costs of
unplanned changes. Automate
standard changes with DevOps
capabilities and for complex
changes, automate change
advisory board meetings with
CAB Workbench to accelerate
change management.

Problem Management Configuration Management

Restore services quickly and
often prevent issues from
happening in the first place
with Problem Management.
Structured workflows diagnose
root causes and fix problems
to eliminate recurring
incidents and minimize the
impact of unexpected
disruptions.
(CMDB)
Consolidate IT data silos into a
single system of record to let
IT see the functioning of all
assets and related services.
See the relationships of
configuration items (CIs) and
services to proactively manage
the change impacts.

Harness shared data and analytics with automated workflows on the

Now Platform® within the Nonstop Cloud™.
Performance Analytics
Enable stakeholders—workers,
owners, and executives—
responsible for service delivery
to make smarter, real-time
decisions with Performance
Analytics. Use data
visualizations to anticipate
trends, prioritize resources,
and drive IT alignment with
business goals.
Service Portfolio Workspace
Track and analyze service
performance using data from a
host of ServiceNow and third-
party applications in a
consolidated view. Proactively
solve service issues, lower
costs, and deliver great service
experiences with Service
Portfolio Workspace.
Continual Improvement
Management
Collaborate and prioritize
data, people, and business
goals to manage your
strategic IT roadmap
investments with the
structured framework and
workflow of Continual
Improvement Management
(CIM).
Vendor Manager Workspace
Track and analyze vendor
performance from a single
destination with Vendor
Manager Workspace. Get
consolidated insights to make
smarter decisions that
maximize value for your
organization.
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Boost IT agent productivity with faster platform-native AI
resolutions
Unburden your IT staff with natural language virtual agents and Agent
Workspace to boost productivity 20%1 or more.
Virtual Agent Agent Workspace
Resolve repetitive IT Solve issues faster with
service tasks and requests Agent Workspace and
nearly instantly via Virtual increase employee
Agent—an automated, satisfaction. Service desk
conversational chatbot. agents get a single pane
Give employees 24/7 self- view command center with
service and free IT staff to full issue context and
work on more meaningful relevant AI-powered
tasks for greater team recommendations to
scalability and smarter efficiently resolve issues
resource spend. quickly.

Identify, track, resolve high-impact incidents and improve agent efficiency

by 66%.
Predictive Intelligence
Automatically categorize and
route issues to the correct
resolution team with machine
learning, while empowering
technicians with AI-assisted
answers for faster resolutions.
Predictive Intelligence’s
recommendations become
increasingly accurate over
time.
Service Level Management
Set business expectations and
gain visibility into your IT
team’s service commitments
and performance with Service
Level Management. Prioritize
tasks, check statuses, reassign
ownership, escalate issues,
and manage SLAs with the
visual SLA Timeline.

Triage, collaborate, and enable agents to resolve incidents, find answers,

and stay connected from anywhere.
Mobile Agent
Unchain IT service agents from
their desks to let them move
work forward through any
mobile device of their
choosing. Agents update
records, collaborate with
coworkers, and reassign tasks
as needed with simple swipes
and gestures.

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1. Source: Forrester, ”The Total Economic Impact™ of ServiceNow”—A commissioned study conducted by Forrester Consulting on behalf of ServiceNow June 2019
Serve employees anywhere with always-on IT services

Empower employees to self-solve issues 24/7, raise questions, and get

relevant, accurate, and consistent information in a single place.
Request Management
Give employees a modern,
omni-channel way to
interact 24/7 with IT and
other shared services
groups using any device to
enable self-help,
collaboration, request
items or services, and get
automated status updates
to ensure expectations are
met.
Knowledge Management
Share, manage, and use
knowledge from across the
organization and make it
readily available for shared or
private use by IT and
employees. Increase employee
self-service and boost agent
productivity with contextual
knowledge, driven by machine
learning.

Give employees fast self-help while on the go or from Amazon Connect,

Slack, Facebook Workplace, and Microsoft Teams messaging.
Now Mobile Embedded Experiences
Remove the friction of getting Employees can make
work done with Now Mobile, requests and check
find answers and complete fulfillment status in Amazon
tasks across IT, HR, facilities, Connect, Slack, Facebook
finance, legal, and other Workplace and Microsoft
departments—all from a Teams messaging
mobile app powered by the collaboration tools.
Now Platform®. Finally, work
life can be as great as real life.

Serve employees 1:1 and improve your employee satisfaction by 251

points with “genius bar” IT service.
Walk-up Experience
Streamline face-to-face IT
support requests with Walk-up
Experience’s online check-in,
real-time queue estimates,
and automated notifications
help employees manage their
time, while improving the
service experience.

1. Source: Forrester, ”The Total Economic Impact™ of ServiceNow”—A commissioned study conducted by Forrester Consulting on behalf of ServiceNow June 2019 4
Make smarter decisions and continually optimize your
services and workforce
Maximize your staff productivity while optimizing your processes
And there’s more… dynamic translation, peer benchmarks, asset
management and dashboards to improve your service delivery
Dynamic Translation
Use Dynamic Translation to
remove language barriers in
delivering services to your
employees. Scale support staff
by enabling them to view and
respond to foreign language
queries in their own native
language.
Benchmarks
Compare the performance of
your services to the industry
averages of your peers.
Benchmarks has the industry’s
largest anonymized customer
data set with the most up-to-
date benchmarks allowing you
to continually optimize your
services.
Process Optimization
Gain greater visibility on
processes that impact business.
Gather insights on bottlenecks
through representing process
flows visually.
Workforce Optimization
Maximize your most valuable
resource – your teams. Manage
teams effectively with visibility
into performance and maximize
output using a 360-view of agent
work, schedule, skills and
training.
Asset Management
Avoid unnecessary asset
purchases, cut software
licensing and support costs by
tracking the financial,
contractual, and inventory of
hardware and virtual assets
from purchase through
disposal with Asset
Management.
Reports and Dashboards
Combine the power of the
Now Platform® with a single
data model to generate and
distribute real-time
information on demand.
Choose from predefined or
customized reports and create
eye-catching, role-based
dashboards in a flash.
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Continuing learning
Customer Success Center
Customer Success Center (CSC) is the one place to find the most insightful tools, content, and resources to support your objectives
and get to your desired outcomes faster. CSC’s resources were created by ServiceNow experts and show you:

• How to overcome common obstacles in your ServiceNow journey

• Proven activities to accelerate and increase the value you get from ServiceNow
• Access to the Success Navigator, Value Calculators, and best practices

ServiceNow Global Services

ServiceNow® Global Services is comprised of both ServiceNow® Professional Services and ServiceNow® Education Services. This is
the “secret sauce” that drives business transformation and allows you to thrive and achieve your business goals.

Visit ServiceNow ITSM product page to learn more. Visit Modernize and Automate IT page to learn
how to digitally transform your organization.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of
ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated
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